Overview
Product Information on EV Service Manager
What is EV Service Manager?
EV Service Manager Pricing
Overall experience with EV Service Manager
“Lots of Capabilities - Maturity and Staffing Beneficial to Success”
“Long-Term Use Highlights Stability and Customization of EasyVista Platform”
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IT Service Management Platforms
About Company
Company Description
EasyVista is an IT software provider of end-to-end IT solutions including service management, remote support, IT monitoring, and self-healing technologies. EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their IT service, support, and IT operations. Today, EasyVista helps over 3,000+ companies around the world to accelerate digital transformation, empower leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries.
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About EV Service Manager
Reviewer Insights for: EV Service Manager
Deciding Factors: EV Service Manager Vs. Market Average
Performance of EV Service Manager Across Market Features
EV Service Manager Likes & Dislikes
The tool has lots of capabilities. Reasonable pricing and terms. Friendly people.
- Simple to implement for basic settings but also offers a wide range of customization especially regarding workflows and user portals - The stability of our application since the editor changed our hosting provider
We especially value the solution's ease of use and flexibility. Since its implementation, our teams have noticed a significant increase in the maturity of process management. From editing workflows and generating customized reports to the intuitive creation of forms, the transformation in our operations has been remarkable. We take pride in showcasing these improvements to our clients.
I think the most difficult thing is understanding everything you have. We had an entire testing environment that we did not know existed until the first time we needed to do an upgrade. The wiki they have with all their documentation is great, but it is a LOT of information, and the search is not the best (they are working to fix this, though). So in short, lots of capability, but you really have to take the initiative to learn it. They have good training resources, but it's a somewhat disjointed experience across their various platforms. It feels like they are trying to transform their customer engagement model into something new, cohesive and exciting, but they are still working on it. The overall product suite needs to integrate more tightly. Many capabilities feel like extensions/overloading of existing functionality, or the bolting on of other products. e.g. Their Reach product (formerly known as Goverlan) still feels like a separate piece of functionality. This is not a major issue, but it's an area for improvement. Their professional services model could use some adjustment. Their people are very competent, but we could have really used more thought leadership in our implementation. The focus of the team we worked with was here is our tool, it can do anything, tell us what you do today and we can make it do that. As an immature organization, we could have used more of a roadmap to help us think about how to get where we wanted to be in the future, rather than improving where we were in the present.
- The application builder is not very user friendly but it's only visible by the administrators who create the application - Slowness of dashboards - Lack of answers from a technical perspective
The product is still not well known in Latin America, which limits the availability of qualified technicians and prevents the formation of a critical mass in the market. The lack of local partners often forces us to hire European consultancies, with higher costs in EUROS. Additionally, there is no pricing policy tailored to the region.
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EV Service Manager Reviews and Ratings
- Director of IT50M-1B USDEnergy and UtilitiesReview Source
Lots of Capabilities - Maturity and Staffing Beneficial to Success
We have been using EVSM for three years now. The Portal App interface is a great and clean way to give everyday users easy access to the system. Documentation is thorough, albeit sometimes difficult to search. The challenge is finding enough time to truly learn how to take advantage of all the capabilities the system offers. It's a good tool for people who like to tinker, and are motivated to learn and explore. - BUSINESS DEVELOPMENT MANAGER50M-1B USDIT ServicesReview Source
Improved Workflow Flexibility and Compliance Noted With EasyVista in Brazil
Our experience with EasyVista has transformed the way we serve our customers in Brazil. After implementation, there was a significant improvement in compliance and adherence to operational demands. The flexibility of the solution, in terms of workflow adaptation, positively impacted our customer service. This is important, given that in our case, we use the EASYVISTA platform for customer support. We currently serve approximately 300 clients in Brazil, each with specific processes and workflows, which we manage efficiently through EASYVISTA. This has significantly improved our service level compared to the previous tool. In addition, we've been able to mitigate the risk of improper support, what we used to refer to as "technician misconduct," where support was sometimes provided for equipment not under contract. Today, the solution automatically checks whether the equipment is covered by our warranty, which has significantly reduced this type of risk. - CUSTOMER SERVICE MANAGER<50M USDSoftwareReview Source
An easy to use and reliable product with fast and high ROI
I used to work on more than 10 ITSM and definitely EV SM is one for which I got the best customer experience. The product is easy to use, easy to manage, fast to implement and very reliable. Great ROI regarding the time spent and its cost. It suits well for mid-market organization which are mature with ITIL processus. New AI features broughts new enhancements to the solution, allowing to faster resolution times. - Manager of IT Services1B-10B USDServices (non-Government)Review Source
A robust and configurable ITSM platform that delivers strong value to IT and other departments
Our organization used Service Manager for more than 15 years in a multi-entity and international environment. Overall the experience was positive. The solution provided strong ITSM process coverage aligned with ITIL best practices and supported the structuring and industrialization of our incident, requests, problems and change management over time. The platform proved stable and capable of handling a large volume of tickets accross multiple geos. It enabled us to progressively improve governance and operational performance monitoring globally. - IT Associate10B+ USDEnergy and UtilitiesReview Source
Reliable, Flexible and constantly evolving ITSM
Our experience with EasyVista Service Manager has been consistently positive. Over the years, the back-office interface has noticeably improved, becoming more user-friendly and increasingly adaptable. With over 2,000 agents, this level of customization is essential. Each user can adjust their workspace according to their role and daily activities, which supports efficiency and adoption.The workflow engine is also a strong component of the platform. It remains accessible for standard configurations while offering advanced capabilities for more complex process automation. This flexibility allows us to continuously refine and industrialize our ITSM processes without technical limitations.